Note: The job is a remote job and is open to candidates in USA. CyberX Info System is seeking an experienced Technical Program Manager (TPM) to lead a Conversational AI program. This role owns end-to-end delivery for a high-volume voice and chat payments program and serves as the primary liaison between internal stakeholders and Google Cloud.
Responsibilities
- Program & Project Governance
- Lead and execute projects using an Agile-Hybrid project management methodology
- Govern the full project and software delivery lifecycle — scope, stakeholders, risk, communications, and workstream delivery
- Participate in and contribute to Quarterly Program Increment (PI) and annual planning sessions to keep the program aligned with company goals and vendor commitments
- Drive weekly governance routines, including status reporting and maintenance of the project risk register
- Regularly engage leadership to align on current issues, risks, and prioritization across stakeholder groups
- Agile Delivery & Team Leadership
- Direct a cross-functional, globally distributed delivery team (Conversational Architects, Developers, QA) delivered through our Google Cloud partner
- Manage weekly sprint planning to prioritize, scope, and assign development work
- Oversee weekly and monthly sprint delivery cycles to maintain consistent velocity
- Mentor delivery staff and peer PMs; coordinate with internal support functions (Voice, Steering, NLU, Release Management, Product)
- Represent your program area in Program Risk Analysis and Change Management discussions
- Technical & Product Oversight (Conversational AI / Payments Program)
- Own the Payments program across voice and chat channels, supporting high-volume operations (1M+ calls/chats per month)
- Monitor critical CCAI metrics daily using PowerBI and Looker dashboards — call volumes, attempt rates, self-service success, and escalation rates
- Track and triage post-release QA issues; coordinate rapid hotfix response to protect weekly release timelines and prevent production impact
- Use chat/voice transcripts and filtering tools (by biller, DNIS, etc.) to review customer experience, analyze trends, and validate newly released changes
- Ensure alignment between English and Spanish-language payment flow deliverables
- Stakeholder & Vendor Engagement
- Serve as the primary company representative on daily joint delivery calls with our Google Cloud partner — lead agendas, deliver status updates, track action items, and manage escalations
- Host weekly PM syncs to elevate program-level discussions and ensure alignment across all domain areas
- Understand business needs deeply and reconcile them against technical delivery constraints to ensure high-quality CCAI/CXAS outcomes
- Triage and route issues and requests; manage handoffs between internal teams and the delivery partner's technical teams
- Negotiate with delivery partners to achieve mutually beneficial outcomes — successful intent launches, traffic ramps, and stable live traffic
- Standard Program Management Responsibilities
- Forecast resource needs, track utilization, and manage capacity to ensure adequate staffing for upcoming PI commitments
- Implement and enforce formal change control processes to evaluate, approve, and track scope changes and prevent scope creep
- Facilitate sprint retrospectives and post-mortems to identify bottlenecks and improve delivery workflows and velocity
- Synthesize operational data and metrics into executive-level readouts and presentations for senior leadership
- Maintain project artifacts, runbooks, decision logs, and requirements documentation (Jira, Confluence)
- A Day in This Role
- Review call dashboard data throughout the day for emerging trends or issues
- Prepare or track sprint plans and status
- Host or support the daily global developer stand-up
- Coordinate ticket updates and emerging QA/bug issues — prioritize, assign, and validate fixes
- Drive hotfix resolution for weekly releases as needed
- Attend the daily joint delivery call and leadership deep-dive
- Attend additional meetings as required by current work efforts
- Prepare and communicate internal leadership updates and governance information
- Drive Sev 1 incident response and resolution when needed
- Perform or delegate call review and analysis (call listening, transcript review, etc.)
- Ensure build/release readiness and handoff to QA for deployments
Skills
- High attention to detail, ability to provide timely estimates and follow through
- Proven experience as a Technical Program/Project Manager delivering software or platform programs in an Agile environment
- Working knowledge of Google Cloud Contact Center AI (CCAI), Dialogflow, and related conversational AI tooling
- Experience managing globally distributed, cross-functional delivery teams
- Strong data literacy — comfortable using PowerBI and Looker Studio to monitor operational metrics and drive decisions
- Experience with Jira and Confluence for program and documentation management
- Excellent stakeholder management, negotiation, and executive communication skills
- Experience supporting high-volume, production-critical customer service operations (voice and/or chat)
- Background in telecom, IVR, or contact center technology
- Understanding of payment processing and customer service workflows
- Familiarity with Google Digital Cloud Leader or GenAI Leader concepts (foundational cloud and GenAI understanding)
- CSM, PMP, or equivalent Agile/PM certification
- Experience with Lucidchart or similar process-mapping tools
- Experience with data analysis or feedback-loop evaluation for conversational AI performance
- Proficiency with Google Workspace and/or Microsoft Office 365
Company Overview